FRONT DESK SUPERVISOR-HOTEL HOSPITALITY
About The Position
This is a working manager role and the second-in-command to the General Manager. The Front Desk Supervisor serves as Manager on Duty to support exceptional guest experiences, efficient staff performance, and compliance with brand and safety standards. The role supports multiple departments, primarily Front Desk and Housekeeping, to maintain smooth property operations, cleanliness, service, and guest satisfaction. The supervisor works front desk shifts across AM, PM, and Night Audit as part of a regular rotation, covers call-outs as needed, and is expected to cover one front desk shift per day, five days per week, while also completing supervisory and administrative duties. The role includes responsibility for property SOPs, guest recovery approvals and documentation, operational oversight, staff leadership, and administrative support. The position offers a stated growth path to Assistant General Manager or Operations Manager, and potentially General Manager, within the FHG portfolio, based on performance.
Requirements
- At least 2 years of hotel experience, preferably in Front Desk or Housekeeping supervision.
- Strong leadership, communication, and problem-solving skills.
- Ability to manage guest issues with professionalism and empathy.
- Open availability to work AM, PM, and Night Audit shifts, including weekends and holidays.
- Ability to stand for long periods and perform light physical duties as needed.
Nice To Haves
- Hotel experience in Front Desk or Housekeeping supervision is preferred.
- Potential growth path to Assistant General Manager or Operations Manager, and potentially General Manager, based on performance.
Responsibilities
- Serve as Manager on Duty as scheduled, handle guest concerns, and ensure prompt, professional resolution.
- Support front desk operations, including check-in and check-out processes and adherence to brand service standards.
- Maintain a visible presence throughout the hotel and proactively identify and address guest or property needs.
- Manage guest feedback and reviews, ensuring timely follow-up and effective service recovery.
- Own and enforce property SOPs, including facts-only ticketing, escalation procedures, shift handoff lists, payment and key controls, and guest-recovery limits.
- Apply guest-recovery cost controls: approve comps up to $25 per incident, seek manager approval for $25–$50, and obtain GM approval for third-party or out-of-control service issues; document all comps with a ticket and brief reason.
- Supervise and assist with daily housekeeping operations to ensure room quality and cleanliness meet brand expectations.
- Conduct routine property inspections to monitor cleanliness, safety, and maintenance needs.
- Coordinate with maintenance and other departments to resolve issues affecting guest satisfaction or safety.
- Ensure compliance with safety, security, and sanitation protocols.
- Support hiring, training, and coaching of front desk and housekeeping team members.
- Promote a positive, team-oriented work environment focused on service excellence.
- Monitor staff performance, attendance, policy adherence, and appearance standards.
- Lead by example in professionalism, accountability, and guest service.
- Assist with scheduling, payroll verification, and inventory of linens, amenities, and cleaning materials.
- Review daily reports, occupancy forecasts, and operational data to optimize staffing and efficiency.
- Support implementation of operational policies and standard operating procedures.
- Maintain accurate documentation and ensure compliance with brand and local regulations.
- Work front desk shifts across AM, PM, and Night Audit as part of the regular rotation, cover one front desk shift per day five days per week, and cover call-outs as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
